Can you describe a time when you helped a patron find information that was difficult to locate?
Behavioral
Research Skills
Problem-solving
Customer Service
This question assesses your research skills, problem-solving abilities, and dedication to user service, which are essential for a Reference Librarian.
How to answer
- Use the STAR method to structure your response: Situation, Task, Action, Result.
- Clearly describe the patron's request and why it was challenging.
- Detail the specific strategies and resources you used to assist them.
- Highlight any collaboration with colleagues or external sources.
- Share the outcome and how it positively impacted the patron.
What not to say
- Describing a situation without explaining your specific actions.
- Failing to mention the challenges faced in the search process.
- Not providing a clear outcome or patron feedback.
- Overlooking the importance of user satisfaction in the response.
Sample answer
“A patron once requested information on a rare historical event that was not well-documented. I first engaged her to clarify her needs, then utilized our archives, specialized databases, and reached out to local historical societies. After thorough research, I compiled a detailed report and even provided her with contacts for further inquiries. She expressed her gratitude and mentioned how the information helped her with her research paper.”